Workforce Optimization Specialist

5 days ago


Quezon City, National Capital Region, Philippines SupportNinja Full time

The Workforce Real-Time Analyst plays a vital role in ensuring the seamless delivery of services by monitoring real-time operations and taking necessary actions to achieve service level agreements (SLAs). This position requires close collaboration with the Workforce Management team, Service Delivery team, and other departments to optimize productivity, efficiency, and customer satisfaction.

This is an opportunity to work in a dynamic environment where you will be responsible for analyzing real-time data to identify trends and patterns, and providing insights and recommendations to improve team member performance. You will also manage service levels, staffing levels, and call routing to optimize productivity, efficiency, and customer satisfaction.

Key responsibilities include:

  • Monitoring real-time operations to ensure SLAs are achieved
  • Analyzing real-time data to identify trends and patterns
  • Providing insights and recommendations to improve team member performance
  • Managing service levels, staffing levels, and call routing


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